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Workforce Optimization Success Stories

CardWorks | Business Services | Video

Using the unified Impact 360 Workforce Optimization suite, CardWorks, the largest privately held credit card servicer in North America, realizes greater efficiencies in its call center while simultaneously improving the level of service it delivers to its clients and their cardholders.

Carlson Craft | Printing | Case Study | Video

The world's largest wedding and social stationery printer, Carlson Craft used Impact 360 Workforce Optimization, including speech analytics, to increase service levels by 20%, reduce handle time by 15 seconds, improve adherence by 15%, and elevate customer loyalty and retention.

City of Tallahassee | Government & Utilities | Video

City of Tallahassee Utility Services, one of the top rated public utilities in the U.S., uses Verint Workforce Optimization to help deliver the highest level of customer service, providing more than 200,000 City of Tallahassee customers with a one-stop shop and complete solution to meet their needs.

CredAbility | Credit Counseling | Video

CredAbility, a national leader in non-profit credit counseling, uses Verint recording and quality monitoring and Impact 360 Workforce Management to generate metrics for continuous improvement, optimize the productivity of staff, and deliver a more positive customer experience.

Cruise Line Operator | Travel & Hospitality | Case Study

This widely-recognized cruise line operator expanded its investment in Impact 360 Workforce Management to encompass the Impact 360 Workforce Optimization suite, improving adherence by 5% and sales conversion ratios by 50% in the process.

Education Financing Lender | Financial Services | Case Study

This financial services leader deployed Impact 360 Workforce Optimization to streamline customer service processes across its contact centers and back office, helping it to save more than $1.75 million in just a year's time.

Global Telecom Operator | Telecommunications | Case Study

Global telecom operator optimized resource planning and improved response times, quality, and agent productivity with Verint Worforce Optimization, including Speech Analytics.

IAG | Insurance | Video

IAG New Zealand, with operations in Australia, New Zealand, and up into Asia, including 12 contact centers located across five cities in New Zealand handling sales, service, and claims, leverages Verint Workforce Optimization to better understand operational performance and deliver actionable intelligence to the business for healthier, faster decisions.

International Multimedia Company | Business Services | Case Study

This international multimedia company standardized its 3,000+ agents across its 60 contact centers worldwide on Impact 360 Workforce Optimization, resulting in a 5-10% productivity gain across business lines, a 10% reduction in training costs, and upwards of $3 million in annual cost avoidance.

Knology | Telecommunications | Case Study

A leading provider of interactive communications and entertainment services, Knology decreased agent attrition by 55% while adding 10,000 minutes of productivity to its contact center per week using Impact 360 Workforce Optimization.

Leading Media Company | Broadcast and Digital Media | Case Study

Using Verint Workforce Optimization, including Speech Analytics, a dynamic media and digital business leader improved customer satisfaction and loyalty by accelerating agent competency and enhancing agent performance.

Leading Personal Lines Insurer | Insurance | Case Study

A leading insurer in the U.S., with a financial arm offering life insurance and retirement solutions, used Verint Workforce Optimization with Verint Voice of the Customer Analytics to save more than $1 million by reducing live calls to agents, improve first call resolution by almost 4%, and elevate its industry customer service ranking from the bottom to the top quartile.

Leeds City Council | Government | Case Study

UK municipality Leeds City Council uses Impact 360 Workforce Optimization to record and monitor calls, create forecasts, schedule staff, and score call handlers, as well as survey citizens, to improve customer service across all of its contact channels.

MRIS | Real Estate | Video

The nation's largest MLS provider, MRIS relies on Impact 360 Workforce Optimization to measure and adapt its customer service operations to do more for customers with less staff—improving overall productivity, quality, and customer satisfaction.

Navitor | Wholesale Printing | Case Study

Providing customer service support for custom print business products and custom stamps, signs, and badges, Navitor improved its service levels by nearly 10% while reducing its cost per monitored call by more than 60% after implementing Impact 360 Workforce Optimization.

Neopost | Mailing Solutions | Case Study

A leading worldwide supplier of mailing solutions, Neopost used Verint Workforce Optimization with Speech Analytics to help reengineer its customer service strategy - improving productivity 30%, increasing NPS 15%, and boosting revenue 11%.

New York Life | Insurance | Case Study

New York Life, the oldest mutual life insurance company in America, introduced Impact 360 Workforce Optimization to make metrics a priority, leading to a 24% drop in attrition, higher first-call resolution, and a full percentage point increase in customer satisfaction.

PlumChoice | Technical Support | Case Study

Providing specialized technical support services to consumers and businesses, PlumChoice leverages Verint Workforce Optimization, including Verint Desktop and Process Analytics, to enable its employees to excel at providing customer service, leading to first contact resolution growing from 64% to 70%, average handle time shrinking by 64 seconds, and off-phone activity decreasing by 11%.

Siemens IT Solutions and Services | Staffing & Outsourcing Services | Case Study

Global IT outsourcer Siemens IT Solutions and Services (formerly Siemens Business Services) uses Impact 360 Workforce Optimization to schedule, monitor, and train employees at service desks in countries around the world, helping it accommodate complex local and regional labor laws and realize cost savings that it can pass on to its clients.

State Social Services Agency | Government | Case Study

Deploying Verint Workforce Optimization, including Verint Speech Analytics, and Verint Back-Office Workforce Optimization, this state social services agency, with 1,300 employees spanning approximately 40 main service offices, 20 branch offices, and a virtualized contact center, identified upward of 20% efficiency improvement and, conservatively, anticipates FTE savings of more than $4 million annually.

TELUS International | Staffing & Outsourcing Services | Video

A leading global business process outsourcer, TELUS International uses Verint Workforce Optimization and Speech Analytics to support its goal of putting customers first and helping its customers understand their business better, so they can achieve higher levels of customer satisfaction and better operational results.

TriNet | Staffing & Outsourcing Services | Video

A trusted strategic HR partner to growing businesses, TriNet saved $300,000 in overtime in its first year using Impact 360 Workforce Optimization across its front-line customer service and back-office operations, while also elevating employee productivity and performance and increasing customer satisfaction.

VSP Vision Care| Healthcare | Case Study | CRM Service Elite Award

Global benefits provider VSP Vision Care uses Impact 360 Workforce Optimization to gain deeper insight into its performance, in the process reducing call handle time and increasing customer satisfaction ratings while saving $3 million in the first year alone.

Wells Fargo | Financial Services | Video

Wells Fargo leverages Verint Workforce Optimization, including Speech Analytics, to help optimize its workforce, improve agent efficiency, reduce costs, and build best practices that enhance customer engagement and enable the delivery of a superior customer experience.